User Archetype Discovery By Cluster Analysis of Caller Log Data: Tenure Evolution is Stable as Time Period Reduces

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Clustering analysis, or clustering, is an activity which can be applied to user event log data to determine the types of users which exist within a service, and can be used to gain insights into the client base by their behaviour. However, when applied to longitudinal user event log data, clustering can potentially misclassify regular users as ’one-off’ if their last interaction within their tenure of the service appears at the beginning of the observable data set. The main objective of this study was to investigate whether any impact of user tenure within longitudinal data on k-means clustering accuracy would occur. The current paper subjected a large telephony call log data set from a helpline to a k-means clustering algorithm to determine the types of callers that contact the helpline based on their usage characteristics (number of calls, mean duration of calls and variability of call duration). A threshold of one-month increments were applied to the data (callers appearing before the threshold but not after were removed each time) and then subsequently subjected to k-means clustering. Results showed that cluster structures remained stable after each threshold condition. Significant differences in cluster centers were found in one cluster across tenure conditions.
Original languageEnglish
Title of host publicationECCE 2019 - Proceedings of the 31st European Conference on Cognitive Ergonomics
Subtitle of host publication''Design for Cognition''
EditorsMaurice Mulvenna, Raymond Bond
Place of PublicationNew York, NY, USA
PublisherAssociation for Computing Machinery
Pages196-202
Number of pages7
ISBN (Electronic)9781450371667
ISBN (Print)978-1-4503-7166-7
DOIs
Publication statusPublished - 10 Sep 2019

Publication series

NameICPS
PublisherACM

Keywords

  • User Event Log Data
  • Clustering Analysis
  • K-Means Clustering
  • Telephony Call Log Data
  • Tenure
  • Helpline
  • Mental Health

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    Open Access
  • Cite this

    Turkington, R., Bond, RR., Mulvenna, M., Potts, C., O'Neill, S., & Armour, C. (2019). User Archetype Discovery By Cluster Analysis of Caller Log Data: Tenure Evolution is Stable as Time Period Reduces. In M. Mulvenna, & R. Bond (Eds.), ECCE 2019 - Proceedings of the 31st European Conference on Cognitive Ergonomics: ''Design for Cognition'' (pp. 196-202). (ICPS). Association for Computing Machinery. https://doi.org/10.1145/3335082.3335090